Trainer

Requirements

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for training, providing coaching and developmental feedback and readiness recommendations.            
  
• Utilise effective presentation and facilitation skills, including creative training techniques and adult/accelerated learning techniques, using a variety of training delivery modalities in a classroom environment.                       
  
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.    
  
• Accountable for achieving individual training performance metrics.                    
  
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards.
  
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations                      
  
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
  
• May support the Instructional Design team in designing and developing training materials for various instructional delivery methods, including computer-based training, interactive classroom training, and written job aids
  
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation. 
  
• Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis 
  
• Participate and contribute to a continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures. Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
  

• Strong communication skills, both written and verbal           
  
• Proficient in Microsoft Office            
  
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables
  
• Self-starter, sense of urgency, and works well under pressure                      
  
• Strong attention to detail                       
  
• Sense of professionalism and ability to develop good relationships